Job Title: Sr. Representative, Real Time Management Job Description The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards. . **Core functions/Main responsibilities:** + Distributes accurate and timely agent schedules. + Inputs intraday corrections and exceptions into systems for agent time off and absences. + Monitors inbound volume for unusual activity to ensure staffing needs are met. + Recognize abnormal scheduling issues and escalate as necessary. + Initiates and coordinates trouble tickets and escalates issues as required. + Prepares standard and ad hoc reports for agent availability effectiveness. + Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center. **Candidate profile:** + Previous experience in Workforce Management entry-level roles, or data analysis roles (at least 1 year). + Effective written and verbal communication skills in English (B2 level). + Proficient in Excel, including elaboration of Pivot Tables. + Ability to multi-task and meet timelines on deliverables. + Facility to work effectively with people from different time zones. + Availability to work rotating schedules. + Detail and results-oriented. + Quick learner and self-starter. _Concentrix is ​​an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law._ _Concentrix hires only those legally authorized individuals to work in the country of the advertised position._ Location: NIC Rotonda Universitaria Language Requirements: English Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**